EDUCORE ISO Expert Training

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "EDUCORE ISO 20000 Expert Training"

Transcription

1 EDUCORE ISO Expert Training

2 Overview ISO/IEC is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in ISO/IEC :2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement. Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers. In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external. The ISO/IEC series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form.

3 Course Outline Unit 1: Terms & Definitions Unit 2: ITSM and ISO Unit 3: Management System Requirements Unit 4: Service Management Planning and Implementation Unit 5: New and Changed Services Unit 6: Presentation Processes Unit 7: Relationship Processes Unit 8 : Solution Processes Unit 9 : Control Processes Unit 10 : Release Processes Unit 11 : Preparations for ISO Unit 12 : ISO Softwares Unit 13 : ISO Certification Unit 14 : ISO Foundation Training Mock Exam Unit 15: ISO Foundation Certificate Exam

4 Detailed Course Content I. Unit Keep IT Services Running Provide Cost Effective IT Solutions and Providers Keep the Complexity and Risks of IT Services Running at the Lowest Level Implementation of the Legal and Regulatory Requirements Manage the High Volume of Changes Align IT services with business needs II. Unit Purpose of the ISO Standard ISO/IEC is applicable to any organization The need for Standards ISO / IEC Processes ISO / IEC Management System Standards ISO / IEC Benefits Benefits of the establishment of ISO IT Service Management System III. Unit Management Responsibilities Documentation Requirements Compliance, Awareness and Training Professional Development

5 IV. Unit Service Management Environment Plan-Do-Check-Action Scope and Content Plan Implementation of Service Management and Service Presentation Planning and Customization / Monitoring-Measuring of Service Management Monitoring, Measurement and Reviewing Continuous Improvement Policy Improvement Management Improvement Planning Continuous Improvement V. Unit Manage the Process How the changes will be demanded? How to evaluate change requests How to approve a change requests Implementation of the changes Provide Non-implementation of the unapproved changes Provide an adequate research and studies for change Coordination of the creating, testing and adaptation

6 VI. Unit Service Level Management Service Report Management of the service continuity and availability Budgeting and accounting of the Information Technology Services Capacity Management Information security management VII. Unit Business Relationship Management Review of services Service Related Complaints Customer Satisfaction Supplier Management Contract Management VIII. Unit Event Management Problem Management IX. Unit Configuration Management Planning and implementing of the Configuration Management Determination of the configuration Configuration control Evaluation and accounting procedure of the status of configuration Verification and audit process of the configuration Change Management Emergency Changes

7 X. Unit Release Management Process Version Policy Release and Presentation Planning Software Development Design, Installation and Configuration Verifying the version Documentation Promotion, Distribution and Installation

8 Learning Objectives for MS Experts: Skills and Knowledge A student who successfully completes the course shall be able to: General a) Understand and describe the purpose and the business profits of applicable management system and its role in assisting an organization to operate with increased effectiveness, consistency and customer satisfaction. b) Explain the applicable Management system Principles and create correlations between those principles and the requirements of applicable MS standard. c) Understand and describe the terminology and the certification / accreditation process, d) Explain the process approach in the Management Systems, e) Understand the selection criteria of a certification body. Standards a) Understand the terminology, purpose and content of the applicable MS standards. b) Understand the purpose and requirements of each clause in the applicable MS standard, in order to understand the purpose of applicable MS standard requirements. c) Differentiate between documentation, data and records. d) Understand the content of applicable management system documentation and the interrelationships between the manual, processes, procedures, work instructions and plans. e) Understand the requirements of the current revision of applicable system and the objective evidence needed to show conformance and effectiveness of the management system. f) Understand the difference between legal compliance and conformance with applicable MS. g) Understand the requirements and purpose of, policy, manual, processes, procedures, work instructions, forms, documentation, document control, data, records and record retention. Other responsibilities a) Understand the PEOPLECERT requirements for course and MS Experts certification. b) Understand the role and responsibilities of a MS Expert. c) Understand the function of first, second and third party audits, the similarities and differences, and the varying roles of the auditor, the auditee and the customer of the audit in each of these audits. d) Understand the PEOPLECERT certification criteria for MS Experts, and the national and/or international recognition of PEOPLECERT certifications. Audit operation a) Explain audit process approach, including auditing of inputs outputs and process results and explain the ways of measurement of process output, quality objectives, and continuous improvement achieved thought auditing. b) Describe the process to collect and analyze evidence during the audit through interview, observation, and sampling and maintain notes, relate specific situations to the appropriate elements of the standard, and exercise objectivity in the review of evidence collected. c) Explain the Top Management role in an audit. d) Explain and apply applicable MS standards requirements during the audit, as appropriate.

9 Course Duration & Exam: Two (2) days includes lecture, exam preparation and exam. Exam Duration: 60 minutes. Exam Language: English Exam passing score: 28/40 or 70% Accreditation Educore is an authorized training organization for ITIL, Management Systems and Six Sigma by PeopleCert Group. Educore is approved as Accredited Courseware Provider, Accredited Training Organization and Accredited Exam Center by People Cert Group for ITIL, Management Systems and Six Sigma. Educore provides training programs for Foundation, Expert, Auditor, Lead Auditor, Consultant, Lead Consultant certifications internationally. Educore organizes training programs and related exams in its branches in Istanbul, Ankara, Londra, California. Also provides ATO affiliate services for training partners to other countries. Contact Us: Call Center (7/24) : / (348 CORE) Tel : Istanbul Educore Training Center Tel: Istanbul Office Tel: Ankara Office Tel: California Office Tel: London Office Training Catalog : /training.php Public Training Agenda : /training-agenda.php Training Ticket System :

EDUCORE ITIL FOUNDATION TRAINING

EDUCORE ITIL FOUNDATION TRAINING EDUCORE ITIL FOUNDATION TRAINING Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management Overview The purpose of the ITIL Foundation

More information

ISO 9001 Quality Management System Lead Auditor Training (IRCA)

ISO 9001 Quality Management System Lead Auditor Training (IRCA) ISO 9001 Quality Management System Lead Auditor Training (IRCA) Course Description BSI s Quality Management Systems (QMS) Auditor/Lead Auditor Training Course (ISO 9001) course teaches the principles and

More information

ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS AUDITOR/LEAD AUDITOR

ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS AUDITOR/LEAD AUDITOR Knowledge RECOGNITION Skills retention Further excellence behaviour Ability COMPETENCE QUALIFICATION ISO 9001 Training services SGS ACADEMY www.sgs.com sgs academy transforming people and businesses As

More information

9100 Correlation matrices 9100:2016 to 9100: :2009 to 9100:2016

9100 Correlation matrices 9100:2016 to 9100: :2009 to 9100:2016 9100 Correlation matrices 9100:2016 to 9100:2009 9100:2009 to 9100:2016 This document provides correlation matrices from 9100:2016 to 9100:2009 and 9100:2009 to 9100:2016. This document can be used to

More information

Specific Requirements Certification scheme for Food Safety Systems in compliance with FSSC 22000

Specific Requirements Certification scheme for Food Safety Systems in compliance with FSSC 22000 Specific Requirements Certification scheme for Food Safety Systems in compliance with FSSC 22000 Organisation s SANAS No/s. Name of Certification Body Name of person observed Role in the audit: Type of

More information

Correlation matrices between 9100:2009 and 9100:2016

Correlation matrices between 9100:2009 and 9100:2016 Correlation matrices between 9100:2009 and 9100:2016 This document gives correlation matrices from 9100:2009 to 9100:2016. This document can be used to highlight where the new and revised clauses are located.

More information

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

Correlation matrices between ISO 9001:2008 and ISO 9001:2015

Correlation matrices between ISO 9001:2008 and ISO 9001:2015 International Organization for Standardization BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier, Geneva, Switzerland Tel: +41 22 749 01 11, Web: www.iso.org Correlation matrices between ISO 9001:2008

More information

Hence to overcome these challenges, it has become imperative to learn these topics and create awareness amongst the employees.

Hence to overcome these challenges, it has become imperative to learn these topics and create awareness amongst the employees. IT Service Management Trainings for Bank Konark Solutions and Services (KS&S) is an organization with Industry expert trainers and consultants. KS&S provides a wide range of Industry specific trainings

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CERTIFICATE SYLLABUS Page 2 of 18 Document owner The Official ITIL Accreditor Contents CONTINUAL

More information

SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards

SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards Dr. A.April ETS University Table of Contents Objectives Audience Current clash An ITIL overview ISO

More information

List of courses offered by Marc Taillefer

List of courses offered by Marc Taillefer ISO/IEC 20000 Foundation (IS20F.EN) List of courses offered by Marc Taillefer Designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers

More information

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1 Benefits to the Quality System in implementing an IT Standard ISO/IEC 20000-1 Presentation to: ASQ North Jersey September 15, 2010 Subrata Guha Director IT s UL DQS Inc. A New Global Alliance for Systems

More information

ISO 9001:2015 TRANSITION AUDITS

ISO 9001:2015 TRANSITION AUDITS INFORMATIVE DOCUMENT TRINIDAD AND TOBAGO BUREAU OF STANDARDS CERTIFICATION DIVISION ISO 9001:2015 TRANSITION AUDITS TRINIDAD AND TOBAGO BUREAU OF STANDARDS - CERTIFICATION DIVISION (T): (868) 662 6216

More information

EXIN Foundation in IT Service Management based on ISO/IEC 20000

EXIN Foundation in IT Service Management based on ISO/IEC 20000 Preparation Guide EXIN Foundation in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

IRCA Briefing note ISO/IEC 20000-1: 2011

IRCA Briefing note ISO/IEC 20000-1: 2011 IRCA Briefing note ISO/IEC 20000-1: 2011 How to apply for and maintain Training Organization Approval and Training Course Certification IRCA 3000 Contents Introduction 3 Summary of the changes within ISO/IEC

More information

ISO20000: What it is and how it relates to ITIL v3

ISO20000: What it is and how it relates to ITIL v3 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse

More information

EXAM PREPARATION GUIDE

EXAM PREPARATION GUIDE EXAM PREPARATION GUIDE PECB Certified ISO/IEC 27001 Lead Auditor The objective of the Certified ISO/IEC 27001 Lead Auditor examination is to ensure that the candidate has the knowledge and the skills to

More information

Information Security Management Systems

Information Security Management Systems Information Security Management Systems Information Security Management Systems Conformity Assessment Scheme ISO/IEC 27001:2005 (JIS Q 27001:2006) ITMangement Center Japan Information Processing Development

More information

NABET Criteria for INFORMATION SECURITY MANAGEMENT SYSTEMS (ISMS) Lead Auditor Training Courses

NABET Criteria for INFORMATION SECURITY MANAGEMENT SYSTEMS (ISMS) Lead Auditor Training Courses NABET Criteria for INFORMATION SECURITY MANAGEMENT SYSTEMS (ISMS) Lead Auditor Training Courses - 0 - Section 1: INTRODUCTION 1.1 This auditor/lead auditor training course shall provide training for potential

More information

Australian Standard. Information technology Service management. Part 2: Guidance on the application of service management systems

Australian Standard. Information technology Service management. Part 2: Guidance on the application of service management systems ISO/IEC 20000-2:2012 AS ISO/IEC 20000.2 2013 Australian Standard Information technology Service Part 2: Guidance on the application of service systems This Australian Standard was prepared by Committee

More information

HDI Support Center Certification: A Pragmatic Approach to Verifying Core ITIL Process Maturity

HDI Support Center Certification: A Pragmatic Approach to Verifying Core ITIL Process Maturity White Paper HDI Support Center Certification: A Pragmatic Approach to Verifying Core ITIL Process Maturity Paul M. Dooley Optimal Connections, LLC www.optimalconnections.com Sept 21, 2006 The Situation

More information

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Contents Change History... 2 Rationale...

More information

ITIL V3 Service Design Certification Program 3 Days

ITIL V3 Service Design Certification Program 3 Days ITIL V3 Service Design Certification Program 3 Days Program Overview The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate

More information

ISO 20000: What s an Organization to Do?

ISO 20000: What s an Organization to Do? ISO 20000: What s an Organization to Do? best practices WHITE PAPER Table of Contents Abstract 1 a Natural Next Step 2 ITIL 3 COBIT 3 BS 15000 3 A Closer Look at ISO 20000 3 the Impact of ISO 20000 4 Should

More information

Selection and use of the ISO 9000 family of standards

Selection and use of the ISO 9000 family of standards ISO 9000 Selection and use of the ISO 9000 family of standards Selection and use of the ISO 9000 family of standards The ISO 9000 family of international quality management standards and guidelines has

More information

TERMS OF REFERENCE FOR CERTIFICATION BODIES (CBs)

TERMS OF REFERENCE FOR CERTIFICATION BODIES (CBs) TERMS OF REFERENCE FOR CERTIFICATION BODIES (CBs) AUGUST 2014 1. Introduction National Information Technology Authority (NITA-U) was established by the Act of Parliament (National Information Technology

More information

ITIL V3 Service Lifecycle - Design

ITIL V3 Service Lifecycle - Design ITIL V3 Service Lifecycle - Design Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Design. Upon successful completion,

More information

Project Management and ITIL Transitions

Project Management and ITIL Transitions Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:

More information

Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000. Specification Sheet. ISO/IEC 20000 Foundation Bridge TÜV SÜD Akademie

Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000. Specification Sheet. ISO/IEC 20000 Foundation Bridge TÜV SÜD Akademie Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000 Specification Sheet TÜV SÜD Akademie Issue: 2.0 Date: 25 October 2012 Table of Contents 1 Reading aid... 4 2 ISO/IEC 20000 -

More information

ITIL Operations Support Analysis (OSA) Certification Program - 5 Days

ITIL Operations Support Analysis (OSA) Certification Program - 5 Days ITIL Operations Support Analysis (OSA) Certification Program - 5 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE SERVICE OPERATION CERTIFICATE SYLLABUS Document owner The Official ITIL Accreditor Page 2 of 18 Contents SERVICE OPERATION

More information

ISO 9001: 2008 Boosting quality to differentiate yourself from the competition. xxxx November 2008

ISO 9001: 2008 Boosting quality to differentiate yourself from the competition. xxxx November 2008 ISO 9001: 2008 Boosting quality to differentiate yourself from the competition xxxx November 2008 ISO 9001 - Periodic Review ISO 9001:2008 Periodic Review ISO 9001, like all standards is subject to periodic

More information

Updates on CD/ISO 9001:2015

Updates on CD/ISO 9001:2015 Updates on CD/ISO 9001:2015 Presented by Zainab Ibrahim, Senior Auditor, TUV SUD PSB Pte Ltd 30 th January 2014 27/01/2014 Corporate Presentation Slide 1 Agenda 1 About ISO 9001 & the Revision Timeline

More information

NABET Accreditation Criteria for QMS Lead Auditor Training Course

NABET Accreditation Criteria for QMS Lead Auditor Training Course NABET Accreditation Criteria for QMS Lead Auditor Training Course -0- Section 1: INTRODUCTION 1.1 This ISO 9000 series auditor/lead auditor training course shall provide training for potential auditors

More information

ISO 9001:2008 Quality Systems Manual

ISO 9001:2008 Quality Systems Manual ISO 9001:2008 [Company Name] ADDRESS Phone: Phone: Fax: Fax: The holder of this manual is cautioned that the information contained herein must not be loaned or circulated outside of [Company Name] except

More information

Introduction to the ISO/IEC 20000 Series

Introduction to the ISO/IEC 20000 Series Introduction to the ISO/IEC 20000 Series IT Service Management Introduction to the ISO/IEC 20000 Series IT Service Management Jenny Dugmore and Shirley Lacy First published in the UK in 2011 by BSI 389

More information

ISO/IEC 27001 Informa2on Security Management System

ISO/IEC 27001 Informa2on Security Management System ISO/IEC 27001 Informa2on Security Management System Presented by Daminda Perera 26/07/2008 ISO/IEC 27001:2005 Informa@on technology Security techniques Informa@on security management systems Requirements

More information

Useful Aids to Implementing ISO 9001:2008

Useful Aids to Implementing ISO 9001:2008 OMBU ENTERPRISES, LLC 3 Forest Ave. Swanzey, NH 03446 Phone: 603-209-0600 Fax: 603-358-3083 www.ombuenterprises.com Dan@OmbuEnterprises.com Useful Aids to Implementing ISO 9001:2008 Many companies implement

More information

ISO/IEC 20000 IT Service Management - Benefits and Requirements for Service Providers and Customers

ISO/IEC 20000 IT Service Management - Benefits and Requirements for Service Providers and Customers ISO/IEC 20000 IT Service Management - Benefits and Requirements for Service Providers and Customers Authors Ralf Buchsein, Manager, KESS DV-Beratung GmbH Klaus Dettmer, Product Manager, iet Solutions GmbH

More information

FINAL DOCUMENT. Guidelines for Regulatory Auditing of Quality Management Systems of Medical Device Manufacturers Part 1: General Requirements

FINAL DOCUMENT. Guidelines for Regulatory Auditing of Quality Management Systems of Medical Device Manufacturers Part 1: General Requirements GHTF/SG4/N28R4:2008 FINAL DOCUMENT Title: Guidelines for Regulatory Auditing of Quality Management Systems of Medical Device Manufacturers Authoring Group: GHTF Study Group 4 Endorsed by: The Global Harmonization

More information

IAF Informative Document. Transition Planning Guidance for ISO 9001:2015. Issue 1 (IAF ID 9:2015)

IAF Informative Document. Transition Planning Guidance for ISO 9001:2015. Issue 1 (IAF ID 9:2015) IAF Informative Document Transition Planning Guidance for ISO 9001:2015 Issue 1 (IAF ID 9:2015) Issue 1 Transition Planning Guidance for ISO 9001:2015 Page 2 of 10 The (IAF) facilitates trade and supports

More information

QUALITY MANAGEMENT SYSTEM REQUIREMENTS General Requirements. Documentation Requirements. General. Quality Manual. Control of Documents

QUALITY MANAGEMENT SYSTEM REQUIREMENTS General Requirements. Documentation Requirements. General. Quality Manual. Control of Documents Chapter j 38 Self Assessment 729 QUALITY MANAGEMENT SYSTEM REQUIREMENTS General Requirements 1. Establishing and implementing a documented quality management system 2. Implementing a documented quality

More information

NABET Criteria for OH&S Lead Auditor Training Course

NABET Criteria for OH&S Lead Auditor Training Course NABET Criteria for OH&S Lead Auditor Training Course - 0 - Section 1: INTRODUCTION 1.1 The primary focus of the auditor/lead auditor training course shall be on training students to audit Occupational

More information

ITIL v3 - Service Transition Lifecycle

ITIL v3 - Service Transition Lifecycle ITIL v3 - Service Transition Lifecycle Course Course Service Transition Lifecycle - Part 01 Agenda - Overview Courseware Usage Courseware Conventions ITIL Lifecycle Exam ITIL Qualification Scheme Getting

More information

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1 ISO/IEC 20000 Part 1 the next edition Lynda Cooper project editor for ISO20000 part 1 Agenda The ISO20000 series Why has it changed Changes ITIL3 impact New requirements Changed requirements How to prepare

More information

ITIL Foundation Course 2 - Introduction to ITSM

ITIL Foundation Course 2 - Introduction to ITSM ITIL Foundation Course 2 - Introduction to ITSM Lesson Slide 1 ITSM as a Practice Topics Discussed The Practice of IT Service Management Good Practice Service Service Management Process Model Practice

More information

IT Service Management Manual ITG. Integration Technologies Group, Inc.

IT Service Management Manual ITG. Integration Technologies Group, Inc. ITG Integration Technologies Group, Inc. 2745 Hartland Road Falls Church, VA 22043-3529 (P) 703-698-8282 (F) 703-698-0305 Michael P. Angelakis, President/CEO* *Signature on file with the Management Representative.

More information

NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES MANAGEMENT REVIEW FOR LABORATORIES

NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES MANAGEMENT REVIEW FOR LABORATORIES NABL 161 NABL NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES GUIDE for INTERNAL AUDIT AND MANAGEMENT REVIEW FOR LABORATORIES ISSUE NO : 04 AMENDMENT NO : 00 ISSUE DATE: 27.06.2012

More information

ISO 17025. Laboratory Quality Management. ISO 17025 Course Descriptions. training@qsiamerica.com www.qsiamerica.com

ISO 17025. Laboratory Quality Management. ISO 17025 Course Descriptions. training@qsiamerica.com www.qsiamerica.com ISO 17025 Laboratory Quality Management ISO 17025 Course Descriptions - Fundamentals Course Pg.2 - Documentation & Implementation Course Pg.3 - Auditor Course Pg.4 - Lead Auditor Course Pg.5 - Other Standards

More information

ITIL Foundation Certification Course

ITIL Foundation Certification Course ITIL Foundation Certification Course About the Programme While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration,

More information

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management Name: Lynda Cooper Date: November 24th Revising ISO/IEC 20000 to fit the future of service management Agenda Brief overview of ISO20000 Changes Why and How What Your views and how you can influence the

More information

ISO 9001:2015 Quality Management Systems - The 2008-to-2015 Gap Analysis Checklist

ISO 9001:2015 Quality Management Systems - The 2008-to-2015 Gap Analysis Checklist 1. PURPOSE The purpose of this document is to detail the gaps between the superseded standard ISO 9001: 2008 and the current standard ISO 9001: 2015, to assist existing and potential clients assess their

More information

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i.

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i. New York, NY, USA: Basic Books, 2013. p i. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=2 New York, NY, USA: Basic Books, 2013. p ii. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=3 New

More information

ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS AUDITOR/LEAD AUDITOR

ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS AUDITOR/LEAD AUDITOR Knowledge RECOGNITION Skills retention Further excellence behaviour Ability COMPETENCE QUALIFICATION ISO 9001 Training services SGS ACADEMY www.sgs.com sgs academy transforming people and businesses As

More information

Selection and use of the ISO 9000 family of standards

Selection and use of the ISO 9000 family of standards Selection and use of the ISO 9000 family of standards ISO and international standardization ISO/TC 176, Quality management and quality assurance ISO is the International Organization for Standardization.

More information

November Version 01.3

November Version 01.3 November 2012 Version 01.3 The Experts in certifying Professionals e-mail: info@peoplecert.org, www.peoplecert.org Copyright 2012 PEOPLECERT International Ltd. All rights reserved. No part of this publication

More information

Quality management systems Requirements

Quality management systems Requirements FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 9001 ISO/TC 176/SC 2 Secretariat: BSI Voting begins on: 2015-07-09 Voting terminates on: 2015-09-09 Quality management systems Requirements Systèmes de management

More information

Preparation Guide. Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000

Preparation Guide. Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000 Preparation Guide Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published,

More information

ISO/IEC 27001:2013 webinar

ISO/IEC 27001:2013 webinar ISO/IEC 27001:2013 webinar 11 June 2014 Dr. Mike Nash Gamma Secure Systems Limited UK Head of Delegation, ISO/IEC JTC 1/SC 27 Introducing ISO/IEC 27001:2013 and ISO/IEC 27002:2013 New versions of the Information

More information

ISO 9001:2008 External Internal

ISO 9001:2008 External Internal ISO 9001:2008 The ISO 9001 standard is generic and meant to be applied to all organizations, without regard to their business, size, profit or no profit, or whether in the private, or public sector. In

More information

DNV GL Assessment Checklist ISO 9001:2015

DNV GL Assessment Checklist ISO 9001:2015 DNV GL Assessment Checklist ISO 9001:2015 Rev 0 - December 2015 4 Context of the Organization No. Question Proc. Ref. Comments 4.1 Understanding the Organization and its context 1 Has the organization

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

DIN EN ISO 9001:2008 AUDITOR COURSE DURATION 40 HOURS GVTI ACCREDITED #. A-QMS

DIN EN ISO 9001:2008 AUDITOR COURSE DURATION 40 HOURS GVTI ACCREDITED #. A-QMS Prerequisites: DIN EN ISO 9001:2008 AUDITOR COURSE DURATION 40 HOURS GVTI ACCREDITED #. A-QMS Good knowledge of the principle of management system. Good knowledge of the reference international standard.

More information

ISO 9001:2008 Quality Management System Requirements (Third Revision)

ISO 9001:2008 Quality Management System Requirements (Third Revision) ISO 9001:2008 Quality Management System Requirements (Third Revision) Contents Page 1 Scope 1 1.1 General. 1 1.2 Application.. 1 2 Normative references.. 1 3 Terms and definitions. 1 4 Quality management

More information

ITSM Trends and the role of itsmf. Milan Živković

ITSM Trends and the role of itsmf. Milan Živković ITSM Trends and the role of itsmf Milan Živković Agenda itsmf INTRODUCTION BUSINESS ENVIRONEMENT ITSM TRENDS AND DIRECTIONS ITSM METODOLOGIES, PRACTICE AND STANDARDS BENEFITS AND ADVANTAGES CONCLUSIONS

More information

Certification criteria for the. Quality Management Systems (QMS) Auditor/Lead Auditor Training Course

Certification criteria for the. Quality Management Systems (QMS) Auditor/Lead Auditor Training Course Certification criteria for the Quality Management Systems (QMS) Auditor/Lead Auditor Training Course CONTENTS 1. INTRODUCTION 2. LEARNING OBJECTIVES 3. ENABLING OBJECTIVES KNOWLEDGE & SKILLS 4. TRAINING

More information

ITIL Service Lifecycle Operation

ITIL Service Lifecycle Operation ITIL Service Lifecycle Operation Course Details Course Code: Duration: Notes: ITILSL-Oper 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based

More information

TOTAL QUALITY MANAGEMENT II QUALITY AUDIT

TOTAL QUALITY MANAGEMENT II QUALITY AUDIT TOTAL QUALITY MANAGEMENT II Chapter 13: QUALITY AUDIT Dr. Shyamal Gomes Introduction: The term audit was defined in the 16th Century as the official examination of the accounts with verification by reference

More information

This is a sample chapter from A Manager's Guide to Service Management. To read more and buy, visit http://shop.bsigroup.com/bip0005 BSI British

This is a sample chapter from A Manager's Guide to Service Management. To read more and buy, visit http://shop.bsigroup.com/bip0005 BSI British A Manager s Guide to Service Management A Manager s Guide to Service Management Jenny Dugmore Shirley Lacy First published in the UK in 1995 by BSI, 389 Chiswick High Road, London W4 4AL Second edition

More information

ISO 9001:2008 Audit Checklist

ISO 9001:2008 Audit Checklist g GE Power & Water ISO 9001:2008 Audit Checklist Organization Auditor Date Page 1 Std. 4.1 General s a. Are processes identified b. Sequence & interaction of processes determined? c. Criteria for operation

More information

PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT. Produced By : Pink Elephant Date : May 2015

PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT. Produced By : Pink Elephant Date : May 2015 PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT Produced By : Pink Elephant Date : May 2015 1 Table Of Contents 1 PinkVERIFY IT Service Management Tool Assessment Service... 3 1.1 Executive Summary...

More information

BCS Specialist Certificate in Change Management Syllabus

BCS Specialist Certificate in Change Management Syllabus BCS Specialist Certificate in Change Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Change Management Syllabus Contents Change History... 2 Rationale... 3 Aims and Objectives...

More information

CP14 ISSUE 5 DATED 1 st OCTOBER 2015 BINDT Audit Procedure Conformity Assessment and Certification/Verification of Management Systems

CP14 ISSUE 5 DATED 1 st OCTOBER 2015 BINDT Audit Procedure Conformity Assessment and Certification/Verification of Management Systems Certification Services Division Newton Building, St George s Avenue Northampton, NN2 6JB United Kingdom Tel: +44(0)1604-893-811. Fax: +44(0)1604-893-868. E-mail: pcn@bindt.org CP14 ISSUE 5 DATED 1 st OCTOBER

More information

BCS Specialist Certificate in Service Desk & Incident Management Syllabus

BCS Specialist Certificate in Service Desk & Incident Management Syllabus BCS Specialist Certificate in Service Desk & Incident Management Syllabus Version 1.8 March 2015 BCS Specialist Certificate in Service Desk & Incident Management Syllabus Contents Change History... 2 Rationale...

More information

ISO 9001 Quality Management Systems. Tips for Internal Auditing

ISO 9001 Quality Management Systems. Tips for Internal Auditing ISO 9001 Quality Management Systems Tips for Internal Auditing ...taking steps to improving your internal auditing. ISO 9001 Tips for Internal Auditing If you are developing or modifying your internal

More information

White Paper. Continuous Process Improvement (CPI) Integrating Systems. Paper 2 of 2. Six Sigma Black Belt

White Paper. Continuous Process Improvement (CPI) Integrating Systems. Paper 2 of 2. Six Sigma Black Belt White Paper Continuous Process Improvement (CPI) Integrating Systems Paper 2 of 2 Authored by: Sam Conjardi Six Sigma Black Belt Contents Introduction... 3 Complementary Systems... 3 Integrating Systems...

More information

Achieve ISO Certification

Achieve ISO Certification Achieve ISO Certification Risk Management & Compliance Services Main UK Office 020 3432 2854 Midlands Office 01332 896 478 Wales & West Office 029 2000 4623 Assent 1st Floor, 120 London Road, Benfleet,

More information

ISO 9000 Introduction and Support Package: Guidance on the Concept and Use of the Process Approach for management systems

ISO 9000 Introduction and Support Package: Guidance on the Concept and Use of the Process Approach for management systems Document: Our ref Secretariat of ISO/TC 176/SC 2 Date: 4 December 2003 ISO 9000 Introduction and Support Package: Guidance on the Concept and Use of the Process Approach for management systems In conjunction

More information

ITIL: Service Transition

ITIL: Service Transition ITIL: Service Transition Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What Do You Expect? Housekeeping

More information

I T Service Management Implementation and

I T Service Management Implementation and I T Service Management Implementation and Certification ISO 20000 Sterling www.uaeiso.com WHAT IS ISO 20000 ALL ABOUT? ISO/IEC 17025 is the main standard used by testing & calibration laboratories. Originally

More information

Appendix 2 to Chapter 7 GUIDANCE ON THE DEVELOPMENT OF AN SMS GAP ANALYSIS FOR SERVICE PROVIDERS

Appendix 2 to Chapter 7 GUIDANCE ON THE DEVELOPMENT OF AN SMS GAP ANALYSIS FOR SERVICE PROVIDERS Appendix 2 to Chapter 7 GUIDANCE ON THE DEVELOPMENT OF AN SMS GAP ANALYSIS FOR SERVICE PROVIDERS Gap analysis The implementation of an SMS requires a service provider to conduct an analysis of its system

More information

ISO 9001:2008 Internal Audit Guidance

ISO 9001:2008 Internal Audit Guidance ISO 9001:2008 Internal Audit Guidance Contents Introduction... 3 About the Internal Audit Solution... 3 Forms & Records... 3 Internal Audit Procedure... 3 Document Reference Numbering... 4 Navigating the

More information

Recent Advances in Automatic Control, Information and Communications

Recent Advances in Automatic Control, Information and Communications Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standards The implementation of IT Service Management frameworks and standards Anel Tanovic*,

More information

Moving from ISO 9001:2008 to ISO 9001:2015

Moving from ISO 9001:2008 to ISO 9001:2015 ISO 9001 Transition guide ISO Revisions Moving from ISO 9001:2008 to ISO 9001:2015 The new international standard for quality management systems ISO 9001 - Quality Management System - Transition Guide

More information

ITIL 2011 Service Design Certification Program - 3 Days

ITIL 2011 Service Design Certification Program - 3 Days ITIL 2011 Service Design Certification Program - 3 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management

More information

ISO 9001:2008 The Standard for World-Class Quality

ISO 9001:2008 The Standard for World-Class Quality ISO 9001:2008 The Standard for World-Class Quality 2 ISO 9001:2008 The Standard for World-Class Quality THE HAND THAT GUIDES Change Management Consulting specializes in providing ISO 9001/QS-9000 implementation

More information

COBIT 5 Implementation Certification Course

COBIT 5 Implementation Certification Course COBIT 5 Implementation Certification Course About COBIT 5.0 Information is created, used, retained, disclosed and destroyed. Technology plays a key role in these actions and technology is becoming pervasive

More information

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,

More information

RESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA

RESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA RESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA 2012 Special Number QUALITY IN SERVICE MANAGEMENT SYSTEM ACCORDING TO ISO 20000 Ružena

More information

ISO 9001:2008 Requirements Summary

ISO 9001:2008 Requirements Summary ISO 9001:2008 Requirements Summary In Plain English Created by Larry Whittington RABQSA Lead QMS Auditor (2406) IRCA Lead QMS Auditor (A6472) ASQ Senior Member Whittington & Associates, LLC Distributed

More information

ATTACHMENT COMPARISON OF APPENDIX B TO ISO CFR 50 APPENDIX B ISO REGULATORY IMPACT/COMPLIANCE

ATTACHMENT COMPARISON OF APPENDIX B TO ISO CFR 50 APPENDIX B ISO REGULATORY IMPACT/COMPLIANCE ATTACHMENT COMPARISON OF APPENDIX B TO ISO 9001-2000 CRITERION I: ORGANIZATION 10 CFR 50 APPENDIX B ISO 9001-2000 REGULATORY IMPACT/COMPLIANCE I - Responsibility for establishing and executing of a quality

More information

Quality management systems Guidelines for configuration management

Quality management systems Guidelines for configuration management BRITISH STANDARD Quality management systems Guidelines for configuration management ICS 03.120.10 BS ISO 10007:2003 BS ISO 10007:2003 This British Standard was published under the authority of the Standards

More information

AS9100 B to C Revision

AS9100 B to C Revision AS9100 B to C Revision Key: Additions Deletions Clarifications 1.2 Application AS9100C Key Additions This standard is intended for use by organizations that design, develop and/or produce aviation, space

More information